Sutherland · 8 hours ago
Implementation Engineer (Genesys/Omni-Channel CX)
Houston, TX
Full-time
Remote
Mid, Senior Level
6+ years exp
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Responsibilities
Responsible for the design, implementation and support of Sutherland Genesys platforms. Current platforms include Genesys Omni-Channel solutions such as SIP Server, Genesys Routing, Inbound Voice, Genesys OBS, Genesys Email, Genesys Chat, Genesys Social Media, Genesys Infomart, GVP, Genesys SMS, Speech Analytics, Proactive Contact, CallBack, etc.
Strong knowledge of SIP from the carrier level. Strong knowledge of Oracle (Acme Packet) and Avaya SBCs and TDM Gateways such as AudioCodes M3Ks and G450s.
Responsible for working closely with the partnering groups within Sutherland to gather business requirements and ensure that our technical offering satisfies those requirements.
Partners with the Business and Service Delivery team to assist with new Program solutions.
Responsible for Engineering design documentation along with Runbooks for Operations.
Partners with development/integrations team for platform support when needed.
Develop monitoring solutions to provide proactive monitoring capabilities for the Infrastructure team and utilize these metrics to continue the evolution of the infrastructure.
Conduct testing and develop disaster recovery plans to detect faults, minimize malfunctions, and backup systems.
Provide highest level of technical consultancy to ensure problem resolution is achieved in the shortest possible timeframe
Manages vendors on escalated issues and projects specific to your area of influence.
Interacts directly with client related to issues, problems, or overall design.
Mentors Engineers and IT Solutions Technicians on infrastructure related to area of influence for proper transition to Operations team for platform support.
Willingness and ability to cross train others in the varying technologies related to area of influence.
Design and lead the implementation of Infrastructure architecture based on enterprise business requirements and IT Strategies.
Qualification
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Required
BS in Computer Science, Engineering, or related field or 6-8 years progressive experience required.
Expert knowledge of Genesys Platform
Expert in creating Genesys eServices (Email, Chat, SMS or Social Media) routing strategies from scratch
At least 2 years of experience on Composer.
6-8 years demonstrated experience delivering on multiple, simultaneous projects.
6-8 years’ experience with vendor management and performance to ensure compliance with commitments and budget.
Expertise with enterprise voice network infrastructures (SBCs & Gateways, SIP, circuit switching, VoIP architecture).
Working hours must correlate to EST, CST or MST time zones.
Preferred
Demonstrated experience in vendor management
Knowledge of Avaya and Cisco CUCM is a plus
Company
Sutherland
Sutherland is a digital transformation company that provides business process and technology management services.
10,001+ employees
H1B Sponsorship
Sutherland has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
2022 (5)
2021 (8)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
$330MKey Investors
TPGOak Investment Partners
2014-10-15Secondary Market· $300M
2004-03-23Series Unknown· $30M
Leadership Team
James S. Lusk
Executive Vice President and CFO
B
Bharat Chadda
SVP & Global Head, Technology
Recent News
2024-01-11
Company data provided by crunchbase
